Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $580 CAD for the Sundance hot balloon vouchers from *******. We booked 5 dates in 2021 and 3 so far this year at the Guelph location and each has been cancelled by Sundance. This was a gift for my wife's 40th birthday and I have not been able to use it. Given the distance to Guelph for us, we need to arrange child care for each booking, start driving, and then get the cancellation notice. refund policy was not posted on Groupon, there was no indication that flying was this difficult. After this latest cancellation for Aug 21 we were told that people book between 20-30 times before getting a flight. This act of false advertising is unfair to consumers and should be stopped.
  
  We would like a full refund for the vouchers that were purchased.

  

  Business Response

  Date: 16/09/2022

  We are very sorry to hear of your frustrations with cancellations. Hot air ballooning is a completely weather dependent sport and we cannot/will not fly unless it is completely safe to do so. It does state on the Groupon website both the weather dependency of hot air ballooning as well as the non-refundable policy. This is also followed up in the literature that was sent via email upon redemption of your Groupon coupon.  Most passengers are able to fly on their first or second try however, some are a bit more unlucky and experience a few more cancellations. The claim of it being the norm for passengers to experience 20-30 cancellation is not accurate at all. We notice that you have rescheduled your flight for later this month, our fingers are crossed for you that the weather will be perfect for flying and you will be able to experience flying up, up & away with us soon!

  Customer Answer

  Date: 29/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The business does not clearly provide expectations to customers on how many times they may need to reschedule flights.  They should be providing transparency to their customers providing stats on percent that flights proceed as scheduled by location.

  I no longer want anything from the business as I have sold my vouchers to someone else. but I feel this should be on the record to help protect consumers.

  
  Sincerely,
  
  
  
  *** ******